Workforce Management Analyst (call Center) Vacancy In Gesa Credit Union

Hiring Organization / Company: Gesa Credit Union
Basic Salary: To Be Discussed
Employement Type: Full-Time

Job Details:

Take a leap and join our team!

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.

Get to know us:

Role Summary:

The Workforce Management Analyst (WFM) will be responsible for forecasting, scheduling, reporting, and monitoring of the virtual branch workforce. This role will oversee the success of four sites including Omni channels. WFM will work with leadership to uncover business needs, improve reporting, create dashboards and present metrics to the department. As an extension of the leadership team, the WFM role will work closely with team leaders to improve stats and develop processes that will ensure service levels are met and keep the department organized.

What You Will Be Doing:

  • Meet and assess call volumes, service levels, and other monthly key performance metrics including schedule adherence real-time.
  • Handle real-time adherence and SLAs for Omni channels; email, chat, video, ITMs, in-person branches and SMS.
  • Monitor the performance for afterhours vendor.
  • Create optimized schedules for staff based on historical data and analysis.
  • Create staffing forecasts for scheduling, manage time off requests, and vacation bids for all delivery channels.
  • Develop and deliver business reports including KPIs, agent scorecards, dashboards, and ad-hoc reports.
  • Analyze data to understand member behavior and contact patterns.
  • Work with telecom vendor and IT to ensure services are available, perform testing and escalate as needed.
  • Perform other duties as assigned.

About You:

  • Member and Relationship-Centered.
  • Collaborative and Empowering.
  • Accountable for Results.
  • Innovative.
  • Experience in the credit union/financial services industry.
  • Experience with SQL, Access or other data source systems.
  • Ability to forecast for alternate delivery channels such as chat and email.

What You Will Need:

  • Two+ years in a call center environment preferably in a muti-center set up.
  • Experience with workforce management methodology, Erlang calculations and tools.
  • Ability to analyze, interpret data and communicate results to staff and management.
  • Advanced knowledge of MS Office including Excel.
  • Excellent communication and leadership skills with the ability to work independently.
  • Demonstrable experience with meeting service level agreements (SLA).
  • Proven ability to multi-task, prioritize and handle a wide range of assignments.
  • Flexible hours; must be available for all shifts.

Our Team Member Value Proposition:

In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:

  • Competitive Pay
  • Medical, Dental, Vision, and Life Insurance
  • Paid Time Off – Plus 10 Paid Holidays!
  • 401(k) Match
  • Incentive Program
  • Tuition Assistance and Student Loan Repayment
  • Commuter Benefits
  • Paid Time Off to Volunteer in the Community
  • Product discounts
  • Engaging Work Environment
  • Rewards and Recognition Programs

Get wise to what’s possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or [email protected] to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment drug screen which includes screening for all drugs considered illegal or controlled by the State of Washington, as well as, a credit/background check and a skills assessment.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Job Location Information:
City: Tukwila
State: Wa
Country: Us
Location: Tukwila, Wa 98188

Date Posted: 2021-09-15
Job Listing No# : 91037

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